UnitedHealth Group — BAG STILL MISSING -Extremely Poor Service (Ground & Inflight)

Address:

Delhi

Hello Sir/Mam,

I had taken kingfisher flights for my trip to London and back on 25th & 5th October, Flight no. 0001 and 0002 respectively.

It has been an extremely poor experience. I am feeling harassed. Your staff both on ground and on flights are very incompetent and the promise of '5 star experience' was far from it.

I would like to express my anger and disppappointment at choosing kingfisher over jet/britishairways and Air India for this sector. It was a bad decision.

I am writing my poor experiences beginning with the current problem i'm in.

Baggage Missing: Still not delivered despite assurances
I arrived yesterday , 6th October at 10:30 a.m at the IGI airport. I waited for half an hour at the luggae belt and my luggage had not yet arrived. I checked with a staff there he said i need to wait. Finally after 40 mins i went and checked with another staff member of kingfisher who told me that i need to check with another staff member.

It was Mr.Digvijay , he told me my luggage wasn't loaded from London. I expressed my disappointment that i had to wait to discover. He was polite and assured that my luggage would be delivered at my house on 7th October (today). He completed all the formalities and then after spending around 50 mins post landing i finally went out. I then called back in the evening to check for my luggage and i was assured that it would definately come today.

I called at the airport in the morning at the Duty manager's number and i was again assured that the luggage would arrive by the same flight (IT 0002) and would be delivered to my hosue by 3 p.m tentatively. I was asked to call back around 2 p.m to check.

Today at around 2:15 i got a call from Mr.Deepak at kingfisher informing that my luggage hasn't arrived today as well. He gave several assurances that it would certainlu come by tomorrow. Deepak and the groun staff team seemed very incompetent at providing service recovery. I'm sure by now you'd know apologies don't always work. missing baggage is causing a lot of inconviniece to me, i have all my important items in that bag and i hope your team will recognise this.


Poor flight experience

Delhi - London, IT 0001

The airshostess refused to let me use the toilet as she said the saftey demo was about to start. I do agree everyone must see the demo however, wondering what are you expecting from guests who have to use the toiliets urgently. The passangers weren't allowed to use for almost 50 mins to 1 hour after the safety demo as the seat belt sign was on.

For even a getting an extra pillow or glass of water the staff would come only after 15-20 mins. There was a lot of emphasis on serving the whole plane and then giving another glass of water or any other facility. This was a very unpleasant experience waiting for small little things for 15-20 minimum. I gave this feedback to the airhostess as well.

London - Delhi, IT 0002

I took a glass of wine and asked for another round to which the airhostess said she will give it only after serving other or she was starting to serve the meals so i would have to wait.
After waiting for 15-20 mins she served the meal and gave the second glass of wine.

I asked for another loaf of bread to which the airhostess said i would again have to wait for that till she has finished serving everyone. After about 20 mins i gave her a reminder, i even informed i was through with my meal however would like to get something to munch. She gave me a food try to minus the main course, so it had the salad and the loaf of bread and later checked if enjoyed that. I didnt' have an asnwer. Loaf of bread with salad and dessert are not a meal combination that i could have liked.

Again for any facility/query resolution the waiting time was too long. This was again a very unplesant experience.


To top it all ,my luggage went missing and after assurances still hasn't been delivered yet. Please ensure my baggage arrives tomorrow and is delivered tomorrow itself without fail otherwise i will be bound to take drastic steps.

I am never going to use kingfisher again , neither domestic nor international services, unless it's the last option. I will advise my office colleagues, friends and family as well not to choose your airlines considering my poor experience.

Regards,
Sunita Arora |Training Manager | Phone (Office): +[protected]
Learning and Development @ Asia Pacific
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